How can I cancel or change a booking?

At present, you can’t cancel or change a booking yourself, but we want to make this possible in the future.

In the meantime, if you want or need to cancel or change a booking, please inform your pet sitter and send a message to our customer service.

Requesting a change

Please mention the reference number of the booking in question, as well as what exactly needs to be changed. Make sure that the sitter is aware and has stated their consent to the change on the booking chat.

What's the cancellation policy?

Please keep in mind that your refund depends on your pet sitter's cancellation policy. Pawshake pet sitters can choose their cancellation policy among the following options:

Flexible cancellation policy: Full refund if pet owner cancels by 12:00pm (noon) one day before the service begins. 50% refund for the cancelled days if cancelled after 12:00pm (noon) the day before the service begins.

Moderate cancellation policy: Full refund if pet owner cancels by 12:00pm (noon) 7 days before the service begins. 50% refund for the cancelled days if cancelled after 12:00pm (noon) 7 days before the service begins.

No refund is possible if cancellation is on, or after, the day the service is due to start.

Home visits, home boarding and housesitting can have a Flexible or Moderate cancellation policy, as chosen by the sitter.

Dog walking and Doggy Day care always have a Flexible cancellation policy.

Make sure to check your sitter’s cancellation policy before you book.

Sometimes there can be an extenuating circumstance that may cause the sitter to want to waive their cancellation policy, for example when a pet owner has to cancel due to a death in the family, the death of the pet, or other tragic circumstances. If the sitter has agreed to grant a full refund, please include a screenshot of their message confirming this, or contact our customer service in order to confirm this.

If the sitter is the one to initiate the cancellation, it's the sitter who should contact customer support. Read more about cancellations from the sitter's point of view here.